UCCE

Unified Contact Center Enterprise

ICM Router and Logger Installation and Configuration

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Cisco Unified ICM Component Installation ICM Router and Logger Installation and Configuration Configure Domain Manager Now start the Cisco Unfied ICM installation by running the setup.exe. The first step to configure the domain manager before we can start the installation of ICM Router Now click the Domain Manager Domain is already selected in our case, so Add Cisco root Add facility And finally, add the instance. These setups are straightforward. CUICM Router Installation Click the…

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PG and CTIOS Server Installation and Configuration

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CUCM PG Installation for CUCCE               JTAPI Client Installation It is mandatory to install the jtapi client on the CUCM PG (which is PG1 in this setup) machine. So that it can talk to the CUCM via JTAPI interface. Download the client from the CUCM and install it on the PG1 machine.           Once done, there is a new process called jtapigw on the PG1…

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UCCE – Administrative Workstation Installation

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UCCE – Administrative Workstation Installation Follow the steps as mentioned in the previous sections to run the setup and this time install Admin Workstation. After the AW installation is complete. You must initialize the local database. AW Configuration Manager CUCM PG Setting Before installing CUCM PG and VRU PG, create a PG in the config manager.This will generate the peripheral-id that you should use during the PG installation. Add VRU PG in AW Configuration Manager…

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Posted in AW

Customer Voice Portal Installation

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Customer Voice Portal Installation Prerequesites The CVP server hostname should not contain any hyphen Arrange for CVP license Regional and language options should be set to English Text services and input languags options should be set to English (United States) – US Only one Ethernet connection should be active on the CVP machine Install Network Monitor Tools, Simple Network Management Protocol, WMI SNMP Probe Provider, and WMI Windows Installer Provider CVP Call Server, Operation Console…

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Posted in CVP

Unified Contact Centre Enterprise (UCCE) architecture overview and components

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Unified Contact Centre Enterprise (UCCE) architecture overview and components   I am embarking on a number of posts on Unified Contact Center Enterprise (UCCE) also called IPCC, (same as CUCM is sometimes called Call Manager), I will use UCCE from now on to refer to the suite of functionality that it offers.   Why these posts? Well, as always, because I think it is worth sharing and because the topic is something I want to…

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Changing Wrap-up codes in CAD (UCCE)

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Changing Wrap-up codes in CAD (UCCE) “How to change wrap-up codes on the Cisco Agent Desktop (CAD)”. Wrap up codes are used by agents, in order to categorise an inbound or outbound call. Categorising each individual call, allows a better insight in call volumes, talk times etc,  that are offered in certain categories.    The place where the wrap up codes are modified, is the Cisco Desktop Workflow administrator (see previous posts). Let me pull…

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UCCE Scripting Example

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UCCE Scripting Example OK, so UCCE scripts work differently from UCCX scripts. Because I personally hate reading manuals and configuration guides, i always like to learn new things hands on and supplement that with theoretical knowledge. This approach has always served me well, ever since I entered into IT.  So let me do some explanation around UCCE scripting using an example. Now UCCE, uses the ICM script editor to create the scripts. The way calls get…

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Cisco ICM Internet Script Editor

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Cisco ICM Internet Script Editor Cisco ICM Software Release 4.6.2 Script Editor Guide ICM Internet Script Editor User Rights ICM Scripting and Media Routing Guide pdf ICM Internet script editor has be online in order to work on the script, unlike the Auto attendant script editor which can run offline as well. Installing Internet Script Editor Internet Script Editor is installed by connecting to the web server on the distributor and clicking on a link that…

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